Customer Service Representative Supervisor

Verst Careers • Hebron, KY

4d • $55,000 - $65,000

About The Position

Hebron, KY Salary: $55,000 - $65,000 based on experience Key Responsibilities Team Leadership: Recruit, train, mentor, and evaluate customer service agents; delegate tasks and manage schedules. Customer Resolution: Handle complex or escalated customer complaints, issues, and major incidents that agents can't resolve. Process & Policy: Develop, implement, and enforce customer service standards, policies, and procedures. Performance Monitoring: Track key metrics (KPIs), analyze data, and report on customer satisfaction, identifying areas for improvement. Training & Development: Train agents on product knowledge, service scripts, software, and effective communication. Communication: Act as a liaison between agents, management, and customers, often using phone, email, or social media.

Requirements

• Strong leadership, interpersonal, and communication skills
• Excellent problem-solving and decision-making abilities
• Proficiency with CRM software and office tools
• Ability to work under pressure and manage difficult situations
• Analytical skills to review data and drive process improvements

Responsibilities

• Recruit, train, mentor, and evaluate customer service agents
• Delegate tasks and manage schedules
• Handle complex or escalated customer complaints, issues, and major incidents that agents can't resolve
• Develop, implement, and enforce customer service standards, policies, and procedures
• Track key metrics (KPIs), analyze data, and report on customer satisfaction, identifying areas for improvement
• Train agents on product knowledge, service scripts, software, and effective communication
• Act as a liaison between agents, management, and customers, often using phone, email, or social media

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed